My Account Help If you need assistance with the My Account online portal, please contact our Customer Care Center at 1-877-448-4331 or via email at Commercialcustomerservice@guideone.com. If you have questions about your policy, please contact your Agent for assistance. Check out this video demo for an overview of My Account setup and capabilities Creating a MyAccount Login To access the My Account online portal, you will need to create a User ID and password. Visit www.GuideOne.com/MyAccount Click the New User link to get started. Step 1: Enter your policy information Enter the policy type, policy number, and 5-digit agent code featured on your most recent Declaration (DEC) document or invoice. Note: If you have multiple policies with GuideOne, you will only need to register using ONE policy number. Access to each of your policies will be available on your account dashboard. Step 2: Create your account profile Enter a User ID. Enter and confirm your email address. Select a hint question. Enter and confirm your hint answer. Click the SUBMIT button. Step 3: Add your password Check your email. A temporary password will be sent to the email address provided in step 2. Go to www.GuideOne.com and click the LOGIN button in the upper right corner of the screen. Enter your User ID and temporary password. Click the LOGIN button. Create and confirm a new password. Click the SUBMIT button. Step 4: Access your account Once you’ve updated your password, you will be directed to your account dashboard, where you will see a list of your GuideOne policies displayed. Your online account provides the option to: View billing details Make a payment Report a claim Access existing claims Request a new quote Security Keeping Your Information Secure The following tips are just a few examples of what you can do to ensure that your policy information is secure: Always log off when you are done working in My Account. Never reveal your User ID or password to anyone. If there are others in your organization who need access to the My Account online portal, ask them to create their own user account. While we can support multiple users on an account, limit the number of users with access to the information. Change your password regularly! Updating your User Profile and Password You can make changes to your profile details and update your password by clicking on the Profile button in the upper right-hand corner of the My Account dashboard. Click the Profile button and select Update My Profile. Complete your changes. Enter and confirm your password*. Click the Update Profile button to submit your changes. *If you are not changing your password, only enter your current password to submit the change. If you are changing your password, enter and confirm the new password and submit the change. Canceling Your Account If you would like to cancel your access to the My Account online portal, please contact our Customer Care Center for assistance. Call 877-448-4331 or contact the team via email at Commercialcustomerservice@guideone.com Troubleshooting Information Does Not Display Below are some of the most common reasons information may not display: It may be a browser issue. If you are using Internet Explorer (E 10 and above) click the ‘Compatibility’ icon. If you continue to experience issues in IE, switch to Chrome or Firefox. We recommend using Chrome when possible. Pop-up blockers may prevent policy and billing data from displaying. If you are experiencing problems, please turn off any pop-up blockers you have installed and try again. Remember to turn your pop-up blocker back on when you’re finished working in the online portal. The problem may be caused by a temporary system outage. Please wait 30 minutes and then try again. Incorrect Account Information Displays If you think the information in My Account is incorrect, please contact our Customer Care Center for assistance. Call 1-877-448-4331 or contact the team via email at Commercialcustomerservice@guideone.com Cannot Make a Payment There are instances when the payment option is not available. Please review the following to check if any apply to your situation: If there are unapplied funds on your account, the payment option is disabled. Unapplied funds are payments received that will be used as a credit to pay future invoices. If the Amount Due Now and Total Amount Due fields reflect a $0.00 amount then the payment option is disabled. There is no balance due for the policy period. Opting Out of Auto Pay The My Account online portal does not have an option to opt out of your auto pay enrollment. If you need to discontinue the auto pay service, please contact our Customer Care Center for assistance. Call 1-877-448-4331 or contact the team via email at Commercialcustomerservice@guideone.com Policy Information If you have questions about your policy, please contact your Agent for assistance.